CCX Supervisor Guide

Owned by Dan Jakubiak
Last updated: Aug 31, 2023
3 min read

Assigning and Modifying Agent Skill Levels

Managing Skills for a Single Agent

  1. Navigate to the CCX admin site.

  2. Navigate to Subsystems → RmCm → Resources.

    Find resources under subsytems

  3. Select the Resource you want to assign the skills to.

  4. Highlight the Unassigned Skill and select the desired Competence Level, and then click the move arrow in-between the Unassigned and Assigned Skills boxes to move the Skill over to the Assigned Skills.

    assign the skill

  5. The assigned skill level will now show in the parentheses.

  6. To change the skill level for an Assigned Skill, highlight the Skill by clicking on it, and then select the desired competence level; you will see the number inside the parenthesis change. Click Update to save the change.

Managing Skills for Multiple Agents

  1. Navigate to the CCX admin site.

  2. Navigate to Subsystems → RmCm → Assign Skills.

  3. Select the user(s) by selecting the checkbox next to their name.
    The list can only be sorted by first name or extension. It is easier to use the browser’s search function (Ctrl+F) to find the user(s) in the list. To make users easier to find in the future, you can assign them to a Resource Group, which can then be used for sorting as pictured below:

  4. Once the user(s) are selected, click the Add Skill button at the top of the page.

  5. You will now select the desired skills and competency levels. You can also use the resource group dropdown to assign the user to one, or choose -Not Selected- to leave them unassigned.

  6. Click the Update button to confirm.

Assigning Agents to a Resource Group

Assigning users to Resource Groups can make sorting agents easier in some scenarios. You will have to first create the resource group before you can assign users to it.

Create a Resource Group

  1. Navigate to Subsystems → RmCm → Resource Groups.

  2. Select the Add New button and enter the name for your Resource Group. Users can be added to resource groups individually or in bulk using Subsystems → RmCm → Assign Skills.

Accessing CUIC Reporting

  1. Go to CUIC Reporting.

  2. Enter your NetID and password.

  3. On the menu on the left, select Reports.

  4. Select either Custom or Stock. 

    1. Stock has the majority of reports you would want to select.

  5. Select either Historical or Live Data reports.

  6. Select the type of report you would like to run.